4PS指標(biāo)定義（員工流失率）:
根據(jù)4PS國際標(biāo)準(zhǔn)定義，該指標(biāo)關(guān)注客戶聯(lián)絡(luò)中心員工穩(wěn)定性和忠誠度。
According to the definition of 4Ps international standard，This indicator focuses on the stability and loyalty of customer contact center employees.
4PS國際標(biāo)準(zhǔn)指標(biāo)
注意事項(xiàng)：
期初人數(shù)是統(tǒng)計周期第一日0時0分0秒時刻在職員工數(shù)。
The beginning of the period is the number of active staff at 00:00:00 on the first day of the statistical cycle
期末人數(shù)是統(tǒng)計周期最后一日23時59分59秒時刻在職員工數(shù)。
The end of the period is the number of active staff at 23:59:59 on the last day of the statistical cycle
離開組織的員工人數(shù)是指統(tǒng)計周期內(nèi)完成離職交接工作的員工數(shù)，包括主動與被動。
The number of employees who leave the organization refers to the number of employees who complete the handover work in the statistical cycle, including active and passive.
在職員工是指正式簽訂勞動合同的員工。
On-the-job employee is the employee who formally signs the labor contract.
臨時職位的人員流失定義：該職位結(jié)束期前的主動和被動離職。
Turnover of temporary positions: active and passive departures before the end of the position.
--計算和分析人員流失時，需要把一線座席和其他員工區(qū)分計算，并分別針對主動和被動流失進(jìn)行計算與分析；
When calculating and analyzing staff turnover, it is necessary to distinguish the first-line seats from other employees, and calculate
and analyze the active and passive turnover respectively.
--人員流失衡量含主動和被動離職。
Turnover measures both active and passive turnover.
--人員流失率以年度百分比匯報，每季度至少分析一次，每月保持關(guān)注。
The turnover rate is reported as an annual percentage, analysed quarterly at least, and monitored monthly.
--人員流失率的追蹤，無論是公司自有員工或外包給第三方勞務(wù)公司。
Track the turnover rate, whether it is a company's own employees or outsourced to a third party labor company.
--客戶聯(lián)絡(luò)中心需要把將國家，地區(qū)，和當(dāng)?shù)刭Y源加以比較，并據(jù)此建立人員流失目標(biāo)。
Customer contact centers need to compare national, regional, and local resources and set turnover targets accordingly.
--若用本公司數(shù)據(jù)建立目標(biāo)，數(shù)據(jù)應(yīng)來自至少4個不同地區(qū)，4個類似服務(wù)組織。
If we use our data to set the target, the data should come from atleast 4 different regions and 4 similar service organizations.
比較數(shù)據(jù)至少每18個月更新一次。
The comparative data are updated at least every 18 months
影響因素:
工作壓力、上班便利度、上下級關(guān)系、缺乏發(fā)展、工作成績得不到認(rèn)可是造成員工主動流失的主要原因，這通常比單純的薪資需求對員工去留的影響更大。提供更多發(fā)展機(jī)會，增加內(nèi)部團(tuán)隊建設(shè)是提升員工穩(wěn)定性的有效方法。
work pressure, work convenience, relationship between superior and subordinate, lack of development, lack of recognition of workachievement
are the main causes of employee turnover, which is usually more important than simple salary demand. Providing more development opportunities and increasing internal team building is an effective way to improve employee stability.
呼叫中心流失率影響因素
統(tǒng)計頻率:
按月或按年。By month or year.
參考標(biāo)準(zhǔn):
--外部中心的員工流失率范圍是 25% -- 330%；
The turnover rate of employees in the external centres ranges from 25% to 330%;
--內(nèi)部中心的員工流失率范圍是 5% -- 120%；
The staff turnover rate in the internal centres ranges from 5% to 120%;
-基準(zhǔn)：Benchmarks:
對于內(nèi)部和外部的各類客服中心，年流失率65% - 120%是普遍存在；
For internal and external customer service centers, the annual wastage rate
of 65%-120% is widespread;
-良好：Good
良好的客服中心年流失率在25% -- 65%之間；
The annual wastage rate of good customer service centers is between 25% -65%;
-優(yōu)秀：Excellence:
優(yōu)秀的客服中心年流失率在5% --25%之間；
The annual wastage rate of excellent customer service centers is between 5% and 25%;
指標(biāo)應(yīng)用：
1月1日在崗人數(shù)130人，1月31日在崗人數(shù)125人，1月15日有3名員工轉(zhuǎn)崗到公司其他部門，1月7日有1名資深CSR轉(zhuǎn)為QA，1名資深CSR正式晉升為TL，1月20日有2人離職，則：
On 1 January, 130 persons were employed; on 31 January, 125 persons were
employed; on 15 January, 3 employees were transferred to other departments
of the company; on 7 January, 1 senior CSR was transferred to QA, 1 senior
CSR was formally promoted to TL; and on 20 January, 2 persons left their posts
1月份員工流失率=（3+2）/{（130+125）/2}=3.92%。The employee turnover rate in January was 3.92 = (3.2) / {(130,125) / 2}.
指標(biāo)級別：關(guān)鍵指標(biāo) Key indicators
